Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

Provides timely, accurate and compliant responses for complaints identified and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies. Considers the unique situation and provides an appropriate resolution that balances the need of the company and the individual.

We offer a flexible work environment that requires an individual to be in the office 4 days per week.

This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, or Tampa, FL, Colorado Springs, CO

Relocation assistance is not available for this position.

What you'll do:

• Serves as primary resource to handle and resolve the most complex and unique regulatory complaints and consumer complaints.
• Examines the work performed by stakeholders and other Advocacy Advisors for any regulatory errors, or process or service failures pertaining to a complaint.
• Leads collaboration among stakeholders (e.g., Business SMEs, Legal, Compliance, etc.) to apply expert knowledge of Function or Line of Business products, services, and processes to serve as a subject matter resource and advocate in the resolution of complaints and issues; provides guidance to team members on highly complex complaints.
• Serves as a point of contact, and at times, leadership role for the team.
• Researches and responds to escalated complaints and inquiries.
• Develops summaries to refer findings to Function or Line of Business leadership and effectively influence positive outcomes.
• Conducts research, delivers expedited resolution verbally or written to complainants which may include high profile complainants and shares escalated feedback through appropriate channels.
• Identifies compliance gaps and sends potential issues to business partners to initiate the issue management process.
• Captures business process and experience level opportunities to mitigate risks and improve member experience and escalates through proper internal channels for resolution.
• Communicates proactively and effectively in multiple platforms with complainants, executives, regulators, legal, other internal and external customers and handles all interactions with professionalism and care.
• Maintains expert knowledge of current Function or Line of Business policies, procedures, regulatory guidelines, and enterprise complaint standards.
• Concisely documents factual summary of the complaint research and resolution.
• Coaches team to effectively manage and prioritize workload to consistently meet deliverables service level objectives.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 5 years of relevant customer service experience in a financial services, fraud, or insurance industry.
• 5 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services.

What sets you apart:

• Active CoSA specific licenses and state registrations as required.
• Demonstrated experience in business communications to include developing and/or delivering presentations to all levels of management.
• Strong experience in researching and resolving member account issues and handling escalations as appropriate.
• Experience prioritizing, influencing, and playing a lead role in a highly complex environment.
• US military experience gained through military service or gained as a military spouse / domestic partner

Compensation range: The salary range for this position is: $ 69,920.00 - $125,850.00

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.